Portfolio Delivery Director

Job Summary

Role Purpose

The Delivery Head – India Business will be responsible for managing end-to-end delivery across a portfolio of India-based customer accounts for an IT Services / IT Outsourcing organization. The role will own delivery excellence, revenue achievement, customer satisfaction, account growth support, team scalability, and operational governance.

The ideal candidate would be a strong portfolio delivery leader currently working with a Tier-2 IT Services company in India, managing multiple customer accounts, delivery teams, and business commitments.

Key Responsibilities Delivery & Program Management

• Lead delivery across multiple programs, projects, and managed services engagements for India-based customers.

• Ensure agreed deliverables are met in terms of time, cost, quality, scope, and contractual commitments.

• Establish strong governance across accounts, including delivery reviews, risk tracking, issue resolution, and escalation management.

• Drive predictability in delivery through proactive planning, resource management, quality control, and stakeholder communication.

• Ensure adherence to SLAs, KPIs, delivery milestones, and customer expectations.

Business & Revenue Management

• Own revenue delivery targets for the assigned India customer portfolio.

• Support achievement of business results through delivery excellence, customer retention, and account expansion.

• Assist Sales and Account teams in business development, account mining, bid defense, proposal reviews, and contract reviews.

• Identify growth opportunities within existing accounts and help initiate potential new customer projects.

• Ensure delivery operations support revenue realization, margin goals, and profitable growth.

Customer Relationship & Engagement

• Build and maintain strong relationships with senior customer stakeholders across assigned accounts.

• Act as the delivery owner and escalation point for customer delivery matters.

• Ensure high customer satisfaction, customer retention, and referencability.

• Conduct regular governance meetings, account reviews, and delivery performance discussions.

• Partner with Account and Sales teams to strengthen customer relationships and support business growth.

People Leadership & Capability Building

• Work closely with HR, recruitment, and resource management teams to fulfill project and account staffing needs.

• Build and scale delivery teams in line with business growth.

• Guide, mentor, and develop project managers, delivery managers, architects, technical leads, and engineering teams.

• Drive performance management, capability development, employee engagement, and retention.

• Create a culture of accountability, collaboration, customer focus, and continuous improvement.

Process Excellence & Compliance

• Anchor process improvement, delivery compliance, and organizational initiatives across the portfolio.

• Ensure adherence to internal delivery frameworks, quality standards, security requirements, and customer-specific processes.

• Drive continuous improvement initiatives to improve productivity, quality, delivery efficiency, and customer experience.

• Monitor delivery health through metrics, dashboards, audits, and governance mechanisms.

Key Responsibilities

Scope of Responsibility

• Meeting revenue targets for the assigned India business portfolio.

• Delivering projects and services as per contractual commitments.

• Maintaining strong customer relationships across India-based accounts.

• Ensuring customer satisfaction and customer referencability.

• Supporting business expansion through mining of existing accounts.

• Partnering with Sales and Account teams for customer growth.

• Building and expanding delivery teams as business scales.

• Managing delivery performance, risks, escalations, and governance.

Required Qualifications & Experience

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline.

• 18+ years of experience in IT Services, IT Consulting, or IT Outsourcing.

• Strong experience in delivery management, program management, and portfolio management.

• Experience managing multiple India-based customer accounts with revenue, delivery, and customer satisfaction accountability.

• Proven ability to manage large delivery teams across application development, maintenance, digital, cloud, data, or managed services engagements.

• Experience in supporting proposals, bid defense, solution reviews, contract reviews, and account growth initiatives.

• Strong understanding of delivery governance, project financials, resource management, quality processes, and risk management.

Preferred Candidate Profile

• Currently working in India with a Tier-2 Indian IT Services / IT Outsourcing company.

• Currently managing a portfolio of customer accounts with end-to-end delivery responsibility.

• Could be operating as a Portfolio Manager, Delivery Director, Program Director, Senior Delivery Manager, or Account Delivery Leader.

• Should have started the career from a technical background and grown into delivery leadership.

• Strong technology acumen with the ability to engage with technical teams, architects, business stakeholders, and customer leadership.

• Strong communication, presentation, negotiation, and stakeholder management skills.

• Demonstrated ability to manage delivery outcomes, customer satisfaction, team performance, and business growth together.

Key Competencies

• Portfolio Delivery Management

• Customer Relationship Management

• Revenue and Margin Orientation

• Program and Project Governance

• Account Mining and Growth Support

• Team Building and People Leadership

• Technology Acumen

• Risk and Escalation Management

• Process Compliance and Continuous Improvement

• Strong Executive Communication

Key Success Metrics

• Revenue Achievement

• Gross Margin / Profitability

• Customer Satisfaction

• Customer Referencability

• SLA and KPI Compliance

• On-time and On-budget Delivery

• Account Growth Support

• Resource Utilization

• Delivery Quality

• Employee Engagement and Retention

Compliance and Governance Adherence:

Skill Requirements

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Other Requirements

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